BDSI Maroc group BNP Paribas

Incident management is the process of restoring normal IT service as quickly as possible after an incident. It is an essential component of IT service management, and is generally carried out in accordance with specific procedures and best practices. It is a service provided by several players

Detect incidents quickly: Rapid incident detection is essential to minimize the impact on operations. However, it can be difficult to spot all incidents immediately, especially in complex IT environments.
Prioritizing incidents: When there are several incidents in progress, it can be difficult to determine which ones should be dealt with first, based on their severity and impact. Incorrect prioritization can lead to delays in resolving critical issues.
Escalation management: Escalating incidents to higher levels of support can be complicated. It is essential to ensure that issues are escalated effectively and that the right resources are involved.
Complex diagnosis: Understanding the underlying cause of an incident can be a complex process, particularly for advanced technical problems. Advanced technical skills are often required.

Incident detection: It all starts with incident detection. This can be done in a number of ways, including automatic alerts, user reports, monitoring systems and so on. It’s essential to recognize the incident as quickly as possible.

Recording the incident: Once an incident has been detected, it must be formally recorded in an incident management system. Relevant information, such as incident description, severity, initial impact, etc., is recorded.

Classification and prioritization: The incident is then classified according to its nature (e.g. network problem, server problem, etc.) and severity. Priority is assigned according to the impact on business operations.

Initial diagnosis: An initial assessment is carried out to determine the underlying cause of the incident. This may involve technical diagnostics and investigations to identify the source of the problem.
Escalation: If the incident cannot be resolved at the initial level of support, it is generally escalated to higher levels of support. Escalation is based on the severity of the incident and the complexity of the resolution.

Investigation and resolution: The incident management team conducts further investigations to understand the cause of the problem. Corrective action is then taken to resolve the incident and restore normal services.